2012 Accountability Omni-channel support 
CSM Magazine
JUNE 12, 2020
The IMA’s Statement on Management Accounting (SMA) Value Chain Analysis for Assessing Competitive Advantage (issued in March 1996) states, “The value chain approach for assessing competitive advantage is an integral part of the strategic planning process. Omni-channels. Retailing 2020:Winning in a Polarized World (2012).
Kayako
JANUARY 5, 2017
Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Most consumers expect ready access to support or help. Multi-channel support can silo important customer history.
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